IT Support Manager
Miejsce pracy: Katowice
About the project
We are seeking a highly skilled and experienced IT Support Managers to oversee first and second line support across our studios, globally. This will be via a follow-the-sun model across the time zones to allow a continuous escalation point for the business. The successful candidates will be responsible for overseeing the delivery of IT Support across our locations in a collaborative manner, whilst ensuring our team is providing an efficient and effective service to our internal users. This is an excellent opportunity for an experienced IT Support Lead or Manager with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Global Service Delivery Director and will involve working closely with colleagues to deliver a seamless service to our users.
Your responsibilities
- Create a location strategy for Support taking into consideration the need for 24/7 support that follows the sun
- Drive an automation first, shift left mentality working across all IT teams
- Create a strategy for centralized Service Desks for first line support
- Align with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool
- Utilize Knowledge Management to drive forth automation
- Manage and develop the local IT support teams, ensuring that all employees are trained and upskilled to deliver a professional IT support service to our internal users and adhere to ITIL standards where applicable
- Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience
- Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured
- Collaborate with other IT teams to manage the delivery of IT projects, including new infrastructure, software and hardware
- Deliver weekly and monthly metrics on support operations and incidents, including analysis of trends to identify opportunities for continuous improvement
- Ensure that all IT assets in the local offices are managed and maintained to a high standard
- Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required
- Provide regular progress reports to senior management and stakeholders
- Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management
- Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization
Our requirements
- A strong command of English and German (at least B2 level)
- Significant experience within a business services environment and ideally video games development and/or working in a highly technical development environment
- Excellent leadership and management skills, with experience leading and developing teams of professionals
- Strong knowledge of first- and second-line support operations
- Strong knowledge of ServiceNow and industry trends
- Excellent relationship building skills
- Ability to work in a matrix management environment
- Excellent communication and interpersonal skills, with the ability to work effectively with a diverse range of stakeholders
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions and manage complex projects
- Ability to manage budgets and financial resources effectively, identifying opportunities for cost savings and efficiencies
- Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders
What we offer
Medical package
MyBenefit Cafeteria Platform
Employee Assistance Program
Parking space
No Dress Code
Free hot and cold beverages
Chill zone
Benefits
- private medical care
- remote work opportunities
- fruits
- integration events
- corporate gym
- corporate library
- no dress code
- video games at work
- coffee / tea
- drinks
- parking space for employees
- leisure zone
- employee referral program
- charity initiatives
- MyBenefit Cafeteria Platform
- WellBee Platform
Additional Information
At Keywords Studios, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services. We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences. Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way.
Privacy Notice
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
Keywords Studios
Since 1998, weve been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.
We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.
Join us in our mission to build engaging player communities and offer outstanding experiences!
Zgodnie z art. 13 ust. 1 i 2 Rozporządzenia Parlamentu Europejskiego i Rady (UE) 2016/679 z dnia 27 kwietnia 2016 r. w sprawie ochrony osób fizycznych w związku z przetwarzaniem danych osobowych i w sprawie swobodnego przepływu takich danych oraz uchylenia dyrektywy 95/46/WE (ogólne rozporządzenie o ochronie danych) informujemy, że:administratorem Pani/Pana danych osobowych jest Sperasoft Poland spółka z ograniczoną odpowiedzialnością z siedzibą w Krakowie, ul. Na Kozłówce 27, 30-664 Kraków, wpisanej do Rejestru Przedsiębiorców Krajowego Rejestru Sądowego prowadzonego przez Sąd Rejonowy dla Krakowa – Śródmieścia w Krakowie XI Wydział Gospodarczy KRS pod numerem 0000547960, NIP: 6793108964,dane osobowe przetwarzane będą na podstawie udzielonej przez Panią/Pana zgody zgodnie z art. 6 ust. 1 lit. a ogólnego rozporządzenia o ochronie danych w celu tej i przyszłych rekrutacji; przysługuje Pani/Panu prawo do wycofania zgody w dowolnym momencie, przy czym cofnięcie zgody nie ma wpływu na zgodność przetwarzania, którego dokonano na podstawie zgody przed jej cofnięciem,Pani/Pana dane osobowe będą przechowywane aż do ewentualnego wycofania przez Panią/Pana zgody na przetwarzania danych w procesie rekrutacji, nie dłużej niż przez okres 1 roku od wyrażenia zgody,podanie przez Panią/Pana danych osobowych jest dobrowolne, ale niezbędne do osiągnięcia celu; skutkiem odmowy podania przez Panią/Pana danych osobowych będzie brak możliwości uczestniczenia w procesie rekrutacji,przysługuje Pani/Panu prawo żądania od administratora dostępu do danych osobowych, ich sprostowania, usunięcia lub ograniczenia przetwarzania, prawo do przeniesienia danych, wniesienia sprzeciwu wobec przetwarzania danych w przypadkach określonych przepisami ogólnego rozporządzenia o ochronie danych osobowych, a także prawo do wniesienia skargi do Prezesa Urzędu Ochrony Danych Osobowych.W przypadku pytań dotyczących przetwarzania danych osobowych prosimy o kontakt pod adresem e-mail: rekrutacja.katowice@keywordsstudios.com
